AVP, Commercial and Scale Customer Success

Sigma Computing•New York, NY

5d•$210,000 - $240,000•Hybrid

About The Position

As the Director of Customer Success reporting to the VP of Customer Success, you will be responsible for leading the strategy, operations, and team of CSMs focused on driving value in our enterprise business. You will drive customer value realization and play a critical role in retention/expansion/growth of customers as well. We believe putting people first, and fostering an innovative, collaborative, and exciting culture is a prerequisite to achieving our commercial goals. You'll be expected to meet and exceed the team quota for NDR and deliver on quarterly MBOs. You'll do this while tracking, analyzing and communicating key metrics and business trends as they relate to the global Customer Success strategy. This is a cross functional role, working closely with Sales, Product, Engineering, Customer Support and other teams to close the feedback loop on customer and the scaled team needs. Your past experience working in a cross-functional environment will be critical to the role as we look to expand and mature our best practices across the Customer Success organization.

Requirements

Minimum of 10 years experience in Customer Success, Management Consulting, IT strategy consulting, or related field.
Proven experience in leading high performance teams.
Experience in high growth B2B SaaS startup environment.
Experience with production business intelligence solutions.
Demonstrated success in achieving growth and retention metrics.
Excellent business acumen, strategic mindset and creative problem solving skills.
Strong program management and change management skills.
Change management expertise and the ability to influence and motivate change.
Ability to work hybrid in office/WFH and travel (up to 50%)
Bachelor’s degree in computer science or related field or equivalent technical experience

Nice To Haves

MBA preferred

Responsibilities

Developing and executing vision and strategy for enterprise customer growth and retention.
Mentoring and cultivating a high performing team and leading from the front, rolling up your sleeves and getting into the weeds when needed.
Anticipating change and scale of the post-sales motion in relation to growth of our business. Effectively drive changes and required communication across the organization.
Driving customer outcomes, through product adoption and delivering an amazing customer experience.
Providing strong point of escalation for your team and interface with customer champions.
Maintaining consistent insight into and continuously improving customer health across lifecycle (onboarding, time to first value, and growth).
Championing our customers and creating tight feedback loops between our customers and internal teams.
Driving new business growth through building advocacy and referenceability within our customer base.
Collaborating with internal partners for product and process improvement.